Userflow Service Level Agreement

Maintenance and Support

Userflow Support team provides support via secure AI Assistant, live chat and emails during the following hours (“Support Hours”):

Mon - Friday: 24 hours per day (AI Assistant, Live Chat, and Email).
Sat - Sun: AI Assistant only (Live Chat and Email unavailable).
Holidays Observed: All public US holidays (AI Assistant only; Live Chat and Email unavailable).

Core Services Availability

Userflow uses commercially reasonable efforts to ensure Userflow’s web application, Userflow’s SDK, and APIs (hereafter “Core Services”) are available to Customer’s users for an uptime percentage as noted below. For purposes of this SLA, ancillary services such as notifications, analytics, AI Assistant are not subject to availability measurements. The ancillary services are still considered part of the Userflow application and have the same level of rigor, monitoring and internal metrics.

Userflow employs a robust monitoring system that continuously checks the status and performance of the Core Services from multiple global locations. This system allows for real-time detection and immediate response to any unavailability events. Userflow’s status page: https://status.userflow.com/ is kept updated for transparency and communications to all customers.

Unavailability occurs whenever the Userflow’s status page states the Core Services are not operational and Customer’s business is impacted because customer’s access to the Core Services is unavailable or the user is getting no response from the Core Services through the sole fault of Userflow. Unavailability excludes Downtime Exclusions as noted below.

Uptime Metric

Userflow’s Core Services are maintained at least 99.95% uptime per year. The Uptime Percentage is continuously monitored through automated systems that track service availability on a minute-by-minute basis. Userflow maintains an internal, real-time dashboard reflecting the current uptime status. Furthermore, customers can always consult the Userflow’s status page for the most up-to-date information on service availability, scheduled maintenance, and incident reports.

Uptime Percentage = (Uptime Hours/ Uptime Measurement Period) * 100 99.95% is equivalent to 4 hours and 23 minutes of unavailability in a calendar year.

Downtime Exclusions:

  1. Scheduled Maintenance of Userflow’s infrastructure and solution. Standard window of maintenance is between 11p EST to 1a EST (4:30a to 6:30a GMT). Other required maintenance are scheduled and updates shared on Userflow’s status page.
  2. Emergency Maintenance, including application of hotfixes, security related maintenance, or other time sensitive issues necessary to protect the performance, availability, stability, or security of the Core Services.
  3. Unavailability caused by Customer’s implementation/configuration of Userflow’s application.
  4. Unavailability caused by issues related to internet access including DNS issues and Denial of Service attacks outside of Userflow’s control.
  5. Broader hosting service provider inaccessibility impacting various SaaS solutions.
  6. Events of force majeure.